Refund policy

At By Elysia, we want you to be satisfied with your purchase. If you are not completely happy with your order, you may request a return in accordance with this Refund Policy.

By Elysia is operated by OB Solutions, a Dutch-registered company with KVK-Number 93279965.

This policy is intended to provide clear information about returns and refunds. Depending on where you live, you may have additional rights under applicable consumer protection laws that cannot be limited or excluded by this policy.

1. Return Window

You may request a return within 30 days of receiving your order.

To be eligible for a return, items should:

Be returned within the applicable return period.
Be unused or only reasonably handled to inspect the item.
Be in their original condition where reasonably possible.
Include the original packaging where reasonably possible.

We may be unable to accept returns that show signs of misuse, intentional damage, alteration, or excessive wear beyond what is reasonably necessary to inspect the product.

2. How to Start a Return

To begin a return, please contact our customer support team by email before sending the item.

Please include:

Order number: The order number associated with your purchase.
Full name: The name used when placing the order.
Email address: The email address used for the order.
Reason for return: A brief explanation of why you would like to return the item.
Supporting photographs: Required where the item is damaged, defective, or incorrect.

Our customer support team will review your request and provide return authorization and instructions on how to complete your return.

Please do not send items back without first contacting us. Unauthorized returns may be refused or may experience delays in processing.

3. Physical Return Location

After your return request has been approved, returns must be sent to the following physical return location unless our customer support team provides different return instructions in writing:

Return Recipient: By Elysia Returns
Return Address: B104, Kaicheng High-tech Park, No. 11, Jiali Road, Dalang Subdistrict
District: Longhua District
City: Shenzhen
Province: Guangdong
Country: China

Customers must contact our customer support team and receive return authorization before shipping an item to this address.

Please do not return products to our registered business address in the Netherlands. Approved returns must be sent to the physical return address in China stated above unless our customer support team provides another return address in writing.

By Elysia is not responsible for items returned without prior authorization, sent to an incorrect address, or sent without following the return instructions provided by our customer support team.

4. Return Shipping Costs

Change-of-mind returns: Unless otherwise required by applicable law, the customer is responsible for arranging and paying all return shipping costs when returning an item because of a change of mind, incorrect size selection, personal preference, or another reason that is not caused by an error on our part.

Customers are responsible for the cost of returning approved items to our physical return address in Shenzhen, Guangdong, China.

Damaged, defective, or incorrect items: If the item received is damaged, defective, or different from the item ordered, please contact us before returning it. Where the issue is confirmed, By Elysia will provide an appropriate resolution and, where applicable, cover or reimburse reasonable return shipping costs.

Original shipping charges: Original shipping charges, if any, are generally non-refundable unless the return is caused by our error or a refund of those charges is required by applicable law.

International return costs: Customers are responsible for return postage, customs declarations, duties, taxes, carrier fees, and other return-related charges unless the return is caused by a confirmed error on our part or applicable law requires otherwise.

Customs documentation: Customers are responsible for correctly completing any required customs documentation. Where applicable, the parcel should be clearly identified as returned merchandise.

Tracked shipping: We strongly recommend using a tracked and insured shipping service. Customers remain responsible for the returned item until it has been delivered to and received at the approved physical return location. We cannot issue a refund for an item that is lost in transit and never reaches us.

Cash-on-delivery returns: Returns sent with postage, customs duties, taxes, handling fees, or other charges payable upon delivery may be refused.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as reasonably possible after delivery.

Where appropriate, we may request photographs or other information to help us assess the issue.

Depending on the circumstances, we may offer:

A replacement.
A repair where appropriate.
A full or partial refund.
Reimbursement of reasonable return shipping costs.
Another suitable resolution.

Please do not dispose of or return the item until you have received instructions from our customer support team.

6. Inspection of Returned Items

Once your returned item has been delivered to the approved physical return location, it will be inspected to verify that it meets the return eligibility requirements.

If additional information is required, we may contact you before finalizing the return.

A return delivery confirmation from the shipping carrier does not automatically mean that the return has been approved. Refund approval will take place after the returned item has been located, opened, and inspected.

7. Refund Processing

Approved refunds are generally processed within 5–10 business days after the returned item has been received and inspected.

Refunds will normally be issued using the same payment method used for the original purchase unless another method is agreed upon and permitted.

Please note that your bank, card issuer, or payment provider may require additional processing time before the refunded amount appears in your account.

Refund amount: Where permitted by applicable law, unpaid return shipping costs, non-refundable original shipping charges, customs charges, duties, taxes, carrier fees, or other amounts for which the customer is responsible may be deducted from the refund.

8. Exchanges

If you would like a different size, colour, or product, please contact our customer support team.

Where exchanges are available, we will explain the available options. In some cases, returning the original item and placing a new order may be the fastest solution.

Any return made as part of an exchange remains subject to the eligibility requirements and return shipping responsibilities stated in this Refund Policy.

9. Non-Returnable Items

Returns may not be accepted for:

Personalized or custom-made items.
Gift cards.
Items that cannot be returned for hygiene or health reasons once opened, worn, or used, where applicable.
Items specifically identified as final sale or non-returnable at the time of purchase, where permitted by applicable law.
Items that have been intentionally damaged, altered, misused, or excessively worn.

Nothing in this section limits any rights you may have under applicable consumer protection laws.

10. Refused Deliveries and Incorrect Addresses

Please ensure that your shipping information is accurate before completing your order.

If an order cannot be delivered because of:

An incorrect or incomplete address provided by the customer.
Failure to collect the package.
Failure to respond to a delivery carrier.
Refusal to accept delivery without a valid reason.

The parcel may be returned to the sender or another carrier facility. Additional shipping, handling, storage, customs, or redelivery charges may apply before the order can be resent, where permitted by applicable law.

A refused or uncollected delivery does not automatically qualify as an approved return. Any refund will be assessed after the parcel has been returned, received, and inspected.

11. Order Cancellations

Orders may be cancelled before they enter processing.

Once an order has entered processing, been prepared for dispatch, or been shipped, cancellation may no longer be possible.

If cancellation is no longer available, you may still request a return after delivery in accordance with this Refund Policy.

12. Policy Updates

We may update this Refund Policy from time to time to reflect changes to our operations, physical return location, return procedures, legal obligations, or customer service practices.

The version published on our website at the time of your purchase will generally apply to your order, except where a later change is required by applicable law.

Any updated version will be published on this page with a revised effective date.

13. Contact Us

If you have questions about a return, exchange, or refund, please contact us before sending an item.

Trading Name: By Elysia
Operating Company: OB Solutions
KVK-number: 93279965
Email: support@byelysia.com
Phone Number: +31 6 22488199

Registered Business Address:

van Berckelhof 7 Delft, 2625 NK the Netherlands

Approved Physical Return Address:

By Elysia Returns B104, Kaicheng High-tech Park No. 11, Jiali Road Dalang Subdistrict, Longhua District Shenzhen City, Guangdong Province 518109 China

Please contact us and obtain return authorization and complete return instructions before shipping an item. Products must not be returned to our registered business address in the Netherlands.

Customer Support Hours